Determinants affecting customer perceived e-service quality towards e-retailing shopping site in Malaysia

Bakri, Mohammed Hariri and Lim, Pei Sian and Habidin, Nurul Fadly and Abdul Aziz, Nor Azah and Masrom, Nor Ratna (2021) Determinants affecting customer perceived e-service quality towards e-retailing shopping site in Malaysia. International Journal of Business Excellence, 25 (4). pp. 491-514. ISSN 1756-0047

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Abstract

In the current new era of digital, e-commerce platform has been growing rapidly. Thus, this research aimed to study the determinants affecting customer perceived e-service quality (PeSQ) towards e-retailing shopping site in Malaysia and to examine the most significant determinants of e-service quality towards customer PeSQ from e-retailing shopping site in Malaysia. In order to study this, the researchers have selected 384 respondents as sample using Google Form questionnaire distributed online. For the finding analysis, the researcher used SPSS software with explanatory factor analysis test of the data. It depicted that there were exactly five factors extracted in the research. Multiple regression tests were used to find the most significant factor. The results showed that privacy as the most significant predictor but reliability was not significant in the research.

Item Type:	Article
Uncontrolled Keywords:	E-retailing, E service quality, Customer perception, Shopping site, Malaysia
Divisions:	Faculty of Technology Management and Technopreneurship
Depositing User:	Sabariah Ismail
Date Deposited:	17 Mar 2022 15:54
Last Modified:	03 Aug 2023 14:23
URI:	http://eprints.utem.edu.my/id/eprint/25779
Statistic Details:	View Download Statistic

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